如果說(shuō)山姆會(huì)員商店(Sam’s Club)一直有點(diǎn)小弟情結(jié),也很值得理解,畢竟它的大哥沃爾瑪(Walmart)是美國(guó)最大的零售商,也是幾十年來(lái)增速最快的零售商。
但山姆會(huì)員商店的首席執(zhí)行官凱凱瑟琳·麥克萊并不認(rèn)同。她表示,這家倉(cāng)儲(chǔ)俱樂(lè)部連鎖店正在逐漸復(fù)興,找到細(xì)分市場(chǎng),樹(shù)立起與沃爾瑪和長(zhǎng)期競(jìng)爭(zhēng)對(duì)手開(kāi)市客(Costco)不一樣的形象。
當(dāng)把零售業(yè)攪得天翻地覆的新冠疫情來(lái)襲時(shí),48歲的麥克萊執(zhí)掌山姆會(huì)員商店僅有四個(gè)月。但和其他大型連鎖店一樣,隨著美國(guó)人紛紛囤積廁紙、清潔用品和食品雜貨,山姆會(huì)員商店也生意興隆。
在公眾眼中,山姆會(huì)員商店定位向來(lái)是沃爾瑪?shù)膫涮ィ蛘呤且?guī)模小些、沒(méi)那么成功也沒(méi)那么有趣的開(kāi)市客,而麥克萊卻認(rèn)為這已經(jīng)是過(guò)去式。盡管過(guò)去兩年中經(jīng)歷了疫情隔離、產(chǎn)品搶購(gòu)和供應(yīng)鏈挑戰(zhàn),但在2020年和2021年,山姆會(huì)員商店的銷(xiāo)售總額仍然上升了26%,達(dá)到736億美元,成為新冠疫情期間零售業(yè)最大贏家之一。(不過(guò),沃爾瑪在美國(guó)的收入超過(guò)山姆會(huì)員商店四倍。)
“我們不想模仿別人,不想當(dāng)小沃爾瑪。”今年3月在拉斯維加斯舉辦的Shoptalk會(huì)議期間,麥克萊對(duì)《財(cái)富》雜志表示。
山姆會(huì)員商店有一股斗志旺盛的弱者反擊精神,麥克萊也一樣。2019年年底接管山姆會(huì)員商店之前,麥克萊曾經(jīng)在沃爾瑪工作近五年,她希望充分利用這種文化。在沃爾瑪年度股東大會(huì)上,全球各地的員工齊聚阿肯色州羅杰斯市的萬(wàn)人體育場(chǎng)。山姆會(huì)員商店的員工歡呼聲震耳欲聾,彰顯了自己的存在,聲勢(shì)超過(guò)了沃爾瑪團(tuán)隊(duì)。在麥克萊看來(lái),這很值得驕傲,她認(rèn)為員工們的歡呼聲是表達(dá)對(duì)品牌熱愛(ài)的實(shí)在表現(xiàn)。
“員工們因?yàn)閷儆谏侥窌?huì)員商店而感到自豪,而且正是因?yàn)橐?guī)模小,他們想獲得更大的聲量。”她推測(cè)道。
至于大部分員工的自豪感,主要源于山姆會(huì)員商店是沃爾瑪公司創(chuàng)新的核心。山姆會(huì)員商店最先推出了沃爾瑪?shù)摹凹磼呒醋摺奔夹g(shù),會(huì)員可以在購(gòu)物時(shí)掃描產(chǎn)品付款,不用等到柜臺(tái)結(jié)賬。在沃爾瑪借鑒之前,這項(xiàng)技術(shù)就已經(jīng)在山姆會(huì)員商店的客戶(hù)中廣受歡迎。
2019年,在前首席執(zhí)行官,沃爾瑪美國(guó)區(qū)首席執(zhí)行官約翰·弗納的領(lǐng)導(dǎo)下,山姆會(huì)員商店在達(dá)拉斯開(kāi)設(shè)了一家名為“山姆會(huì)員商店Now”(Sam’s Club Now)的概念店,主要用來(lái)孵化新技術(shù)。該店面積為3.2萬(wàn)平方英尺(約2972.897平方米),比起標(biāo)準(zhǔn)的沃爾瑪門(mén)店小很多,為兩家門(mén)店測(cè)試新技術(shù)時(shí)能夠快速提供反饋。
“我們可以充分利用屬于沃爾瑪?shù)膬?yōu)勢(shì)。同時(shí),由于我們規(guī)模小也比較弱勢(shì),更具有創(chuàng)新能力。”麥克萊說(shuō)。
麥克萊稱(chēng),山姆會(huì)員商店員工看待自身在大規(guī)模企業(yè)中的支持角色時(shí),經(jīng)常更像創(chuàng)業(yè)。當(dāng)然,并不是山姆會(huì)員商店的每項(xiàng)創(chuàng)新都適合沃爾瑪,反之亦然。跟蹤庫(kù)存的自動(dòng)化機(jī)器人就是一例。山姆會(huì)員商店非常熱愛(ài)這項(xiàng)技術(shù),能夠?qū)崿F(xiàn)任務(wù)自動(dòng)完成,員工也可以騰出時(shí)間為會(huì)員服務(wù)。但她說(shuō),沃爾瑪?shù)膸?kù)存多達(dá)百萬(wàn)件,機(jī)器人要想跟蹤庫(kù)存太過(guò)復(fù)雜,畢竟山姆會(huì)員商店的庫(kù)存僅有數(shù)千件。
不僅僅是孵化器這么簡(jiǎn)單
新冠疫情讓山姆會(huì)員商店的優(yōu)勢(shì)得到淋漓盡致的體現(xiàn):大量采購(gòu)、成本節(jié)約,以及減少到店次數(shù)。而此時(shí),美國(guó)民眾正在面臨著財(cái)務(wù)不確定性以及室外出行受限。三年前增速才趕上開(kāi)市客的山姆會(huì)員商店亦利用了新冠疫情帶來(lái)的干擾,重新調(diào)整了顧客對(duì)該品牌的看法。
山姆會(huì)員商店借鑒了開(kāi)市客的做法及其尋寶購(gòu)物模式,如今為購(gòu)物者提供更多的現(xiàn)場(chǎng)制作食品,并展示了一些有意思的商品,例如無(wú)人機(jī)與虛擬現(xiàn)實(shí)結(jié)合的頭戴設(shè)備。它甚至加大了對(duì)食品領(lǐng)域的投入,以更好地與開(kāi)市客競(jìng)爭(zhēng),后者的百貨類(lèi)目深受其擁躉的喜愛(ài)。
盡管山姆會(huì)員商店給餐廳供應(yīng)食品的生意也不錯(cuò),但它前些年一直押注杏仁奶等高端食品的舉措得到了回報(bào),因?yàn)樵絹?lái)越多的美國(guó)民眾在新冠疫情期間都會(huì)居家用餐。山姆會(huì)員商店在服裝方面也取得了進(jìn)步,引入了更多時(shí)髦的設(shè)計(jì),并于今年增添了Vince Camuto和Gap這兩個(gè)品牌。麥克萊在接受《財(cái)富》雜志采訪之前對(duì)Shoptalk與會(huì)代表說(shuō):“我們真的吸引了一批新小眾會(huì)員。”這一新小眾群體包括那些不滿(mǎn)足于大量購(gòu)買(mǎi)標(biāo)準(zhǔn)商品,更看重產(chǎn)品享受屬性的顧客。
山姆會(huì)員商店還加大了其營(yíng)銷(xiāo)力度。今年年初,這家零售商贊助了其首個(gè)超級(jí)碗(Super Bowl)廣告,由喜劇演員凱文·哈特演繹,主打其“即掃即走”技術(shù)。這一策略收到了異常熱烈的反響,以至于其各大店面連續(xù)三天都擠滿(mǎn)了那些嘗試首次使用該應(yīng)用程序的客戶(hù)。麥克萊回憶說(shuō):“店里的所有人手都上了。”并表示這是一種痛苦的甜蜜。
與沃爾瑪和競(jìng)爭(zhēng)對(duì)手塔吉特(Target)類(lèi)似的是,山姆會(huì)員商店終于翻新了店面,從店內(nèi)標(biāo)識(shí)的字體一直到照明和貨物擺放,對(duì)店面整體進(jìn)行了升級(jí)改造。麥克萊稱(chēng):“此舉真的重振了這個(gè)品牌,并為增長(zhǎng)創(chuàng)造了更多的機(jī)會(huì)。”然而,盡管營(yíng)收有所增長(zhǎng),但我們沒(méi)有計(jì)劃在現(xiàn)有的約600家美國(guó)門(mén)店的基礎(chǔ)上新開(kāi)店面。
對(duì)那些在沃爾瑪股東大會(huì)上歡呼雀躍的員工來(lái)說(shuō),他們已經(jīng)拿到了幾種新的特別商品,能夠用來(lái)宣傳這個(gè)更加時(shí)尚的山姆會(huì)員商店,比如繡有“山姆會(huì)員商店”字樣的Allbirds鞋。麥克萊說(shuō):“他們對(duì)自己產(chǎn)生了一種自豪感。”
她指出,這一點(diǎn)還逐漸滲透至購(gòu)物體驗(yàn)。與幾年前較為差勁的模式相比,如今的購(gòu)物體驗(yàn)令人更加愉悅,更有活力。今后,山姆會(huì)員商店面臨的一大挑戰(zhàn)在于,對(duì)那些在過(guò)去對(duì)山姆會(huì)員商店有成見(jiàn)的顧客,如何俘獲其芳心。這位首席執(zhí)行官說(shuō):“在過(guò)去,山姆會(huì)員商店可能沒(méi)有給一些顧客留下好的印象,因此他們會(huì)認(rèn)為‘山姆會(huì)員商店不是他的菜’。我要怎么才能說(shuō)服更多類(lèi)似的顧客再給山姆會(huì)員商店一次機(jī)會(huì),并光顧店面呢?”(財(cái)富中文網(wǎng))
譯者:馮豐
審校:夏林
如果說(shuō)山姆會(huì)員商店(Sam’s Club)一直有點(diǎn)小弟情結(jié),也很值得理解,畢竟它的大哥沃爾瑪(Walmart)是美國(guó)最大的零售商,也是幾十年來(lái)增速最快的零售商。
但山姆會(huì)員商店的首席執(zhí)行官凱凱瑟琳·麥克萊并不認(rèn)同。她表示,這家倉(cāng)儲(chǔ)俱樂(lè)部連鎖店正在逐漸復(fù)興,找到細(xì)分市場(chǎng),樹(shù)立起與沃爾瑪和長(zhǎng)期競(jìng)爭(zhēng)對(duì)手開(kāi)市客(Costco)不一樣的形象。
當(dāng)把零售業(yè)攪得天翻地覆的新冠疫情來(lái)襲時(shí),48歲的麥克萊執(zhí)掌山姆會(huì)員商店僅有四個(gè)月。但和其他大型連鎖店一樣,隨著美國(guó)人紛紛囤積廁紙、清潔用品和食品雜貨,山姆會(huì)員商店也生意興隆。
在公眾眼中,山姆會(huì)員商店定位向來(lái)是沃爾瑪?shù)膫涮ィ蛘呤且?guī)模小些、沒(méi)那么成功也沒(méi)那么有趣的開(kāi)市客,而麥克萊卻認(rèn)為這已經(jīng)是過(guò)去式。盡管過(guò)去兩年中經(jīng)歷了疫情隔離、產(chǎn)品搶購(gòu)和供應(yīng)鏈挑戰(zhàn),但在2020年和2021年,山姆會(huì)員商店的銷(xiāo)售總額仍然上升了26%,達(dá)到736億美元,成為新冠疫情期間零售業(yè)最大贏家之一。(不過(guò),沃爾瑪在美國(guó)的收入超過(guò)山姆會(huì)員商店四倍。)
“我們不想模仿別人,不想當(dāng)小沃爾瑪。”今年3月在拉斯維加斯舉辦的Shoptalk會(huì)議期間,麥克萊對(duì)《財(cái)富》雜志表示。
山姆會(huì)員商店有一股斗志旺盛的弱者反擊精神,麥克萊也一樣。2019年年底接管山姆會(huì)員商店之前,麥克萊曾經(jīng)在沃爾瑪工作近五年,她希望充分利用這種文化。在沃爾瑪年度股東大會(huì)上,全球各地的員工齊聚阿肯色州羅杰斯市的萬(wàn)人體育場(chǎng)。山姆會(huì)員商店的員工歡呼聲震耳欲聾,彰顯了自己的存在,聲勢(shì)超過(guò)了沃爾瑪團(tuán)隊(duì)。在麥克萊看來(lái),這很值得驕傲,她認(rèn)為員工們的歡呼聲是表達(dá)對(duì)品牌熱愛(ài)的實(shí)在表現(xiàn)。
“員工們因?yàn)閷儆谏侥窌?huì)員商店而感到自豪,而且正是因?yàn)橐?guī)模小,他們想獲得更大的聲量。”她推測(cè)道。
至于大部分員工的自豪感,主要源于山姆會(huì)員商店是沃爾瑪公司創(chuàng)新的核心。山姆會(huì)員商店最先推出了沃爾瑪?shù)摹凹磼呒醋摺奔夹g(shù),會(huì)員可以在購(gòu)物時(shí)掃描產(chǎn)品付款,不用等到柜臺(tái)結(jié)賬。在沃爾瑪借鑒之前,這項(xiàng)技術(shù)就已經(jīng)在山姆會(huì)員商店的客戶(hù)中廣受歡迎。
2019年,在前首席執(zhí)行官,沃爾瑪美國(guó)區(qū)首席執(zhí)行官約翰·弗納的領(lǐng)導(dǎo)下,山姆會(huì)員商店在達(dá)拉斯開(kāi)設(shè)了一家名為“山姆會(huì)員商店Now”(Sam’s Club Now)的概念店,主要用來(lái)孵化新技術(shù)。該店面積為3.2萬(wàn)平方英尺(約2972.897平方米),比起標(biāo)準(zhǔn)的沃爾瑪門(mén)店小很多,為兩家門(mén)店測(cè)試新技術(shù)時(shí)能夠快速提供反饋。
“我們可以充分利用屬于沃爾瑪?shù)膬?yōu)勢(shì)。同時(shí),由于我們規(guī)模小也比較弱勢(shì),更具有創(chuàng)新能力。”麥克萊說(shuō)。
麥克萊稱(chēng),山姆會(huì)員商店員工看待自身在大規(guī)模企業(yè)中的支持角色時(shí),經(jīng)常更像創(chuàng)業(yè)。當(dāng)然,并不是山姆會(huì)員商店的每項(xiàng)創(chuàng)新都適合沃爾瑪,反之亦然。跟蹤庫(kù)存的自動(dòng)化機(jī)器人就是一例。山姆會(huì)員商店非常熱愛(ài)這項(xiàng)技術(shù),能夠?qū)崿F(xiàn)任務(wù)自動(dòng)完成,員工也可以騰出時(shí)間為會(huì)員服務(wù)。但她說(shuō),沃爾瑪?shù)膸?kù)存多達(dá)百萬(wàn)件,機(jī)器人要想跟蹤庫(kù)存太過(guò)復(fù)雜,畢竟山姆會(huì)員商店的庫(kù)存僅有數(shù)千件。
不僅僅是孵化器這么簡(jiǎn)單
新冠疫情讓山姆會(huì)員商店的優(yōu)勢(shì)得到淋漓盡致的體現(xiàn):大量采購(gòu)、成本節(jié)約,以及減少到店次數(shù)。而此時(shí),美國(guó)民眾正在面臨著財(cái)務(wù)不確定性以及室外出行受限。三年前增速才趕上開(kāi)市客的山姆會(huì)員商店亦利用了新冠疫情帶來(lái)的干擾,重新調(diào)整了顧客對(duì)該品牌的看法。
山姆會(huì)員商店借鑒了開(kāi)市客的做法及其尋寶購(gòu)物模式,如今為購(gòu)物者提供更多的現(xiàn)場(chǎng)制作食品,并展示了一些有意思的商品,例如無(wú)人機(jī)與虛擬現(xiàn)實(shí)結(jié)合的頭戴設(shè)備。它甚至加大了對(duì)食品領(lǐng)域的投入,以更好地與開(kāi)市客競(jìng)爭(zhēng),后者的百貨類(lèi)目深受其擁躉的喜愛(ài)。
盡管山姆會(huì)員商店給餐廳供應(yīng)食品的生意也不錯(cuò),但它前些年一直押注杏仁奶等高端食品的舉措得到了回報(bào),因?yàn)樵絹?lái)越多的美國(guó)民眾在新冠疫情期間都會(huì)居家用餐。山姆會(huì)員商店在服裝方面也取得了進(jìn)步,引入了更多時(shí)髦的設(shè)計(jì),并于今年增添了Vince Camuto和Gap這兩個(gè)品牌。麥克萊在接受《財(cái)富》雜志采訪之前對(duì)Shoptalk與會(huì)代表說(shuō):“我們真的吸引了一批新小眾會(huì)員。”這一新小眾群體包括那些不滿(mǎn)足于大量購(gòu)買(mǎi)標(biāo)準(zhǔn)商品,更看重產(chǎn)品享受屬性的顧客。
山姆會(huì)員商店還加大了其營(yíng)銷(xiāo)力度。今年年初,這家零售商贊助了其首個(gè)超級(jí)碗(Super Bowl)廣告,由喜劇演員凱文·哈特演繹,主打其“即掃即走”技術(shù)。這一策略收到了異常熱烈的反響,以至于其各大店面連續(xù)三天都擠滿(mǎn)了那些嘗試首次使用該應(yīng)用程序的客戶(hù)。麥克萊回憶說(shuō):“店里的所有人手都上了。”并表示這是一種痛苦的甜蜜。
與沃爾瑪和競(jìng)爭(zhēng)對(duì)手塔吉特(Target)類(lèi)似的是,山姆會(huì)員商店終于翻新了店面,從店內(nèi)標(biāo)識(shí)的字體一直到照明和貨物擺放,對(duì)店面整體進(jìn)行了升級(jí)改造。麥克萊稱(chēng):“此舉真的重振了這個(gè)品牌,并為增長(zhǎng)創(chuàng)造了更多的機(jī)會(huì)。”然而,盡管營(yíng)收有所增長(zhǎng),但我們沒(méi)有計(jì)劃在現(xiàn)有的約600家美國(guó)門(mén)店的基礎(chǔ)上新開(kāi)店面。
對(duì)那些在沃爾瑪股東大會(huì)上歡呼雀躍的員工來(lái)說(shuō),他們已經(jīng)拿到了幾種新的特別商品,能夠用來(lái)宣傳這個(gè)更加時(shí)尚的山姆會(huì)員商店,比如繡有“山姆會(huì)員商店”字樣的Allbirds鞋。麥克萊說(shuō):“他們對(duì)自己產(chǎn)生了一種自豪感。”
她指出,這一點(diǎn)還逐漸滲透至購(gòu)物體驗(yàn)。與幾年前較為差勁的模式相比,如今的購(gòu)物體驗(yàn)令人更加愉悅,更有活力。今后,山姆會(huì)員商店面臨的一大挑戰(zhàn)在于,對(duì)那些在過(guò)去對(duì)山姆會(huì)員商店有成見(jiàn)的顧客,如何俘獲其芳心。這位首席執(zhí)行官說(shuō):“在過(guò)去,山姆會(huì)員商店可能沒(méi)有給一些顧客留下好的印象,因此他們會(huì)認(rèn)為‘山姆會(huì)員商店不是他的菜’。我要怎么才能說(shuō)服更多類(lèi)似的顧客再給山姆會(huì)員商店一次機(jī)會(huì),并光顧店面呢?”(財(cái)富中文網(wǎng))
譯者:馮豐
審校:夏林
It would be understandable if Sam’s Club had a little brother complex considering its older sibling, Walmart, is the largest U.S. retailer by a long shot and enjoying its fastest growth in decades.
But Sam’s Club CEO Kathryn McLay begs to differ, saying the warehouse-club chain is enjoying its own renaissance, finding a niche, and forming a clear identity separate from Walmart’s and longtime rival Costco.
McLay, 48, had been at the helm of Sam’s Club for only four months when the pandemic struck, turning most of the retail industry upside down. But much like other big-box chains, Sam’s Club thrived as Americans bulked up on items like toilet paper, cleaning products, and groceries.
For McLay, the retailer’s classification, at least in the public’s eye, as a Walmart afterthought or a smaller, less successful, less fun Costco is over. Despite COVID-19 lockdowns, product rushes, and supply chain challenges over the past two years, its total sales rose 26% in 2020 and 2021 combined to $73.6 billion, making the company one of retail’s biggest pandemic winners. (Walmart’s U.S. revenue, however, is more than four times as large.)
“We’re not trying to copy someone else. We’re not trying to be a mini-Walmart,” McLay told Fortune on the sidelines of the Shoptalk conference in Las Vegas in March.
The scrappy underdog spirit permeates Sam’s Club, and McLay, who worked at Walmart for almost five years before taking the reins at Sam’s in late 2019, wants to harness that culture. At Walmart’s annual shareholder meetings, which bring staff from all over the world to fill a 10,000-seat arena in Rogers, Ark., Sam’s Club employees make their presence known through raucous, deafening cheering that bests that of the Walmart team. It’s a point of pride for McLay who views her employees’ roaring jubilation as a very visible, and audible, manifestation of their love for the brand.
“People just feel proud to be part of Sam’s Club, and there’s something about being the smaller format that leaves them wanting to have a bigger voice,” she surmises.
Much of that employee pride comes from Sam’s central role as a tech innovation hub within Walmart Inc. overall. The big-box retailer pioneered Walmart’s scan-and-go technology, a feature that allows members to scan products and make payments while shopping in-store, rather than just at checkout, and proved to be wildly popular with Sam’s customers before Walmart replicated the technology.
In 2019, under previous CEO John Furner, now the chief executive of Walmart U.S., the warehouse chain opened a concept store in Dallas called Sam’s Club Now to serve as a tech incubator. The 32,000-square-foot store is a fraction of the size of a standard Walmart, allowing for a quick feedback loop when testing new mechanics for both stores.
“We can leverage being part of Walmart Inc. At the same time, there’s this ability to create because we’re smaller, we’re sort of the underdog,” said McLay.
That startup feel bleeds into how Sam’s Club employees view their supporting role in a far larger organization, McLay said. Of course not every innovation Sam’s deploys is suitable for Walmart, and vice versa. Take its automated robots used to track inventory. They’ve been a godsend at Sam’s Club, helping it automate tasks and free up time for associates to serve members. But at Walmart, which stocks millions of items versus Sam’s thousands, tracking inventory is far too complex an operation for robots to perform, she said.
More than just an incubator
The pandemic played to Sam’s Club’s strengths nicely: bulk buying, cost savings, and fewer trips to the store at a time when Americans faced financial uncertainty and limited their outdoor excursions. Sam’s, whose growth lagged that of Costco’s until about three years ago, has also taken advantage of COVID’s disruption to reset shoppers’ view of the brand.
Taking a page from Costco and its treasure hunt model, Sam’s now offers shoppers more food demonstrations and displays interesting merchandise like a combination drone–virtual-reality headset. It’s even raised its food game to better compete with Costco, whose grocery option is beloved by loyalists.
While Sam’s does brisk business selling food to restaurants, its bet in preceding years on higher-end foods, such as almond milk, has paid off, with more Americans eating at home during the pandemic. On the apparel side, Sam’s has made strides in offering more on-trend designs, adding brands like Vince Camuto and Gap to its assortment this year. “We are really attracting a new subset of members,” McLay told Shoptalk delegates just before speaking with Fortune. That new subset includes shoppers who want more indulgent product offerings in addition to the standard staples bought in bulk.
Sam’s is also expanding its marketing efforts. Earlier this year, the retailer sponsored its first-ever Super Bowl ad, featuring comedian Kevin Hart and its scan-and-go technology. The spot was so well received that Sam’s stores were overwhelmed for three days by customers trying to use the app for the first time. “It was a matter of all hands on deck,” McLay recalled, noting that it was a nice problem to have.
Similar to Walmart and rivals like Target, Sam’s has finally refreshed its stores, remodeling everything from the font on the in-store signage, to the lighting and shelving. “It’s really rejuvenating the brand and opening so much avenue for growth,” McLay said. But despite the company’s growth, there are no plans to add new U.S. clubs to the 600 or so Sam’s already has.
As for those employees who cheer loudly at Walmart’s shareholder meetings, they’ve gotten a few new perks to reflect the hipper Sam’s Club, such as Allbirds shoes with “Sam’s Club” sewn on them. “They’ve got a sense of pride about themselves,” McLay said.
That, she noted, has trickled down to the shopping experience, which is now more lighthearted and dynamic than the dowdier style of years past. The challenge moving forward will be how to win over shoppers who only know the old version of Sam’s Club. “How do I get more of those people who may have been shocked in the past and thought ‘No, this is not for me’ to give Sam’s another go and come back?” the CEO said.